Business Consultant & Transformation Director
In this role you will be an individual contributor supporting cross-functional operating model transformation by analyzing and driving improvements across people, process, technology, and governance. You will regularly collaborate with business leaders at all levels and their teams to analyze and assess processes and design, develop, and deploy solutions. Directors quickly become proficient on detailed and complicated subject matter to develop recommendations and requirements for business improvement. You will also evolve the tools and standards we apply to optimize our team's value proposition.
The Expertise You Have
Successful candidates will be able to demonstrate a proven track record of:
Business problem validation
Conducting process and data analysis including cost benefit analysis, modeling, process mapping, and data flows
Designing, redesigning, and improving business processes using six sigma, lean, agile, and quality management methodologies
Leading projects and delivering solutions autonomously
Influential leadership across all levels, often through effective PowerPoint presentations
Leading large-scale initiatives with multiple workstreams from concept to implementation
External consulting experience, preferred
Financial Services / Benefits Outsourcing industries experience, preferred
The Skills You Bring
7-10 years of experience delivering quantifiable value via operations transformation in large organizations
Passion for improving all aspects of our business
Strength in translating quantitative analysis into insights that support unbiased recommendations
Problem-solving that is underpinned by a keen understanding of objectives, an innovative spirit, and practicality
Options and recommendations generation via top-down structuring and value analysis
Ability to synthesize requirements for user experiences, business capabilities, and technology enablers
Curiosity to explore root causes of ambiguous business situations through supportive interviews, analytic research, and investigation
Communication that is clear and concise verbally and is impactful and easy to consume in written and visual form
Skilled facilitation of large working sessions of cross-functional team members
Accountability for outcomes that are often achieved through partnerships and influence of peers and leaders
Program leadership that often involves complex and multifaceted workstreams
Adaptability to evolving and sometimes ambiguous business challenges
Effective at navigating complexity and creating focus on what truly matters
Note: Fidelity will not provide immigration sponsorship for this position.
The Team
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees.
Performance Delivery is a center of excellence, serving as an internal consultancy to aid business leaders with crafting strategy and steering the development and deployment of leading practices and solutions within Fidelity’s Workplace Investing’s (WI) Sales, Service, and Operations. We deliver value across a broad portfolio of cost and revenue improvement while focusing on risk reduction, quality improvement, customer satisfaction, associate experience, and strategic enablement. Every associate has a meaningful role adding to the team’s bench strength, standard practices, and career development. And they have fun doing it!
Consulting Support
Here are 100 practical ways to drive improvements across people, process, technology, and governance, structured for your IT / business / transformation environment:
Conduct skills gap assessments regularly.
Create individual development plans aligned with business needs.
Launch a mentoring program to transfer knowledge.
Recognize and reward continuous improvement efforts.
Provide soft skills training (communication, leadership).
Deliver regular technical upskilling (cloud, AI, security).
Promote cross-functional team collaboration.
Run regular town hall meetings to align on strategy.
Encourage psychological safety for idea sharing.
Rotate team members across projects for exposure.
Establish clear performance metrics and feedback loops.
Foster diversity and inclusion in teams.
Offer coaching to develop leadership pipelines.
Train teams in agile practices and mindsets.
Use 360-degree feedback to identify improvement areas.
Celebrate quick wins to build momentum.
Hold retrospectives to capture lessons learned.
Run innovation hackathons for problem-solving.
Provide clear career progression frameworks.
Empower teams with decision-making authority.
Map current processes using value stream mapping.
Identify and remove bottlenecks.
Automate repetitive tasks with RPA.
Standardize documentation across teams.
Implement Lean methodologies for waste reduction.
Introduce continuous improvement Kaizen events.
Define and monitor KPIs for key processes.
Simplify approval workflows.
Align processes to customer journey mapping.
Introduce SLAs to measure service performance.
Use process mining tools to identify inefficiencies.
Create SOPs for critical activities.
Pilot new processes on a small scale before scaling.
Eliminate redundant processes after analysis.
Establish clear handover procedures.
Perform root cause analysis on failures.
Track cycle times to measure improvement.
Adopt agile workflows for delivery.
Integrate quality checks into workflows.
Use swimlane diagrams to clarify responsibilities.
Consolidate and rationalize legacy systems.
Leverage cloud infrastructure for scalability.
Deploy collaboration tools for teams (e.g., Teams, Slack).
Introduce AI for predictive analytics.
Automate testing processes in SDLC.
Implement CI/CD pipelines.
Use monitoring tools for real-time system health.
Upgrade cybersecurity frameworks.
Introduce self-service portals for employees.
Integrate systems for seamless data flow.
Use data visualization tools for insights.
Pilot emerging technologies (AI, IoT) for value.
Create APIs for system interoperability.
Invest in disaster recovery planning and testing.
Review and optimize IT service management processes.
Standardize platforms where feasible.
Leverage data warehouses for unified reporting.
Use chatbots for internal or customer support.
Conduct regular technology lifecycle reviews.
Measure system performance against benchmarks.
Establish clear decision rights and accountability.
Form a governance committee for key initiatives.
Track and manage risks systematically.
Implement a clear RACI for initiatives.
Align projects with strategic objectives.
Review and update policies regularly.
Enforce data privacy and protection measures.
Perform regular compliance audits.
Define escalation paths for issues.
Implement change management protocols.
Track project benefits realization post-implementation.
Use dashboards to monitor governance metrics.
Introduce project stage gates for control.
Foster transparency with regular reporting.
Align security governance with business needs.
Define roles and responsibilities explicitly.
Use balanced scorecards for strategic alignment.
Standardize vendor management practices.
Review governance processes after major projects.
Embed controls into automated workflows.
Launch cross-functional process improvement teams.
Introduce a continuous improvement culture program.
Align people incentives with process and technology improvements.
Conduct regular risk and opportunity workshops.
Use technology to support governance (audit trails, compliance checks).
Benchmark performance against industry standards.
Create an enterprise architecture roadmap.
Perform regular strategy reviews to align all initiatives.
Measure customer satisfaction and align with processes.
Foster a culture of data-driven decision-making.
Run scenario planning sessions for risk mitigation.
Use OKRs to align teams with measurable outcomes.
Share lessons learned across projects.
Link training programs to process and tech initiatives.
Integrate ESG factors into governance models.
Promote transparency with stakeholders regularly.
Pilot AI-driven process improvements.
Use digital twins for operational simulations.
Build dashboards for real-time improvement tracking.
Celebrate integrated successes to sustain momentum.
Here is a practical methodology + questions framework to regularly collaborate with business leaders and teams to analyze, assess, and co-create process and solution improvements:
1. Discover
Schedule regular 1:1s or team huddles with leaders.
Identify pain points, blockers, and opportunities aligned to strategic objectives.
2. Diagnose
Map current processes (visual mapping workshops).
Gather data (quantitative and qualitative).
Perform root cause analysis collaboratively.
3. Design
Co-create solution options with leaders and SMEs.
Evaluate feasibility, impact, and alignment with business goals.
Agree on success criteria and KPIs.
4. Develop
Pilot or prototype solutions with key users.
Collect feedback iteratively.
Refine and adjust solutions collaboratively.
5. Deploy & Review
Roll out with change management support.
Train teams and leaders.
Measure outcomes against agreed KPIs.
Hold retrospectives to refine continuously.
What are your top 3 priorities this quarter?
Where are you seeing the most friction in your processes?
What is currently taking up the most time for your teams?
Are there manual processes you wish could be automated?
How does this process align with customer needs?
What steps in this process often fail or get delayed?
Who is impacted most when this process breaks?
What data do we have that shows how this process is performing?
Have we experienced any compliance or risk issues in this area?
What workarounds do your teams currently use?
If you could redesign this process, what would it look like?
What would success look like for you in improving this area?
How will we know this improvement has worked?
Who needs to be involved in designing the solution?
What constraints (budget, capacity, compliance) should we consider?
Can we run a small pilot to test this solution?
Who are the best team members to give us early feedback?
What concerns do you have about adopting this solution?
How will we communicate changes to your team?
What training or support will your team need?
Are we seeing the expected improvements in metrics?
What feedback are you hearing from your teams?
What’s working well with the new process?
What needs further refinement?
How can we sustain this improvement going forward?
Weekly syncs (15-30 min) for active projects or pilots.
Monthly review with leaders to align with business goals.
Quarterly retrospectives to review the effectiveness of deployed improvements.
On-demand workshops when new issues or opportunities arise.
✅ Miro / Lucidchart: Process mapping during workshops.
✅ Teams / Slack: Continuous asynchronous collaboration.
✅ Power BI / Tableau: Visualizing process performance.
✅ SharePoint / Notion: Centralize documents and current process states.
✅ Forms / Surveys: Collect structured feedback from teams.